FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W2742742489> ?p ?o ?g. }

• W2742742489 abstract "The constantly changing environment forces enterprises to identify new opportunities for claiming competitive advantages and to adapt these changes into their overall strategy. Therefore a respected number of service organisations have identified the need for understanding and implementing tools and methods for economic development. Businesses now see service quality as an important way to differentiate their products from those of competitors. As a result much academic effort is given over to the measurement of service quality. The search for reliable method of measuring service quality has produced an extensive literature. However, there has been little consensus on a methodology, which is of general applicability in all situations. In the absence of any other objective measure, disconfirmation models came to dominate the literature on service quality from the early 1980s. Disconfirmation models have sought to define quality in terms of the difference between an individual’ s expectation of a service and their perceptions of actual service delivery. Pre-eminent among these studies have been the work of Parasuraman et al. and the development of their SERVQUAL instrument. Their research has concentrated on the belief that service quality is measurable but only in the eyes of the consumer because they are the lifeblood of any business. They take the view that service is deemed to be of high quality when consumer’ s expectations are confirmed by subsequent service delivery. Service quality can win and keep customers. A service organisation is likely to face difficult obstacles in its attempt to improve service quality. The key ingredients of service quality improvements are: market and consumer focus ; motivated and well-trained frontline staff ; well-designed process ; development of responsibility and authority to the frontline staff ; clear definition of quality ; effective internal and external communications ; and measurement. Quality problems in service organisations are the result of the mismatch between prior expectations and perceived service quality. Although the gap between expectations and experience is widely considered to be the primary source of service quality problems, it is not clear how the evaluations of expectations and experience occur. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions has been highlighted with support of an example. Outcome of the study outline the fact that although SERVQUAL could close one of the important service quality gaps associated with external customer services, it could be extended to close other major gaps and therefore, it could be developed in order to be applied for internal customers, i.e. employees and service providers." @default.
• W2742742489 created "2017-08-17" @default.
• W2742742489 creator A5019451737 @default.
• W2742742489 creator A5067144402 @default.
• W2742742489 date "2006-03-17" @default.
• W2742742489 modified "2023-09-26" @default.
• W2742742489 title "A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services" @default.
• W2742742489 hasPublicationYear "2006" @default.
• W2742742489 type Work @default.
• W2742742489 sameAs 2742742489 @default.
• W2742742489 citedByCount "2" @default.
• W2742742489 countsByYear W27427424892012 @default.
• W2742742489 countsByYear W27427424892016 @default.
• W2742742489 crossrefType "journal-article" @default.
• W2742742489 hasAuthorship W2742742489A5019451737 @default.
• W2742742489 hasAuthorship W2742742489A5067144402 @default.
• W2742742489 hasConcept C111472728 @default.
• W2742742489 hasConcept C116537 @default.
• W2742742489 hasConcept C127576917 @default.
• W2742742489 hasConcept C136703025 @default.
• W2742742489 hasConcept C138885662 @default.
• W2742742489 hasConcept C140781008 @default.
• W2742742489 hasConcept C144133560 @default.
• W2742742489 hasConcept C16151460 @default.
• W2742742489 hasConcept C162853370 @default.
• W2742742489 hasConcept C195094911 @default.
• W2742742489 hasConcept C2779530757 @default.
• W2742742489 hasConcept C2780378061 @default.
• W2742742489 hasConcept C33756811 @default.
• W2742742489 hasConcept C41008148 @default.
• W2742742489 hasConcept C61063171 @default.
• W2742742489 hasConcept C68595000 @default.
• W2742742489 hasConceptScore W2742742489C111472728 @default.
• W2742742489 hasConceptScore W2742742489C116537 @default.
• W2742742489 hasConceptScore W2742742489C127576917 @default.
• W2742742489 hasConceptScore W2742742489C136703025 @default.
• W2742742489 hasConceptScore W2742742489C138885662 @default.
• W2742742489 hasConceptScore W2742742489C140781008 @default.
• W2742742489 hasConceptScore W2742742489C144133560 @default.
• W2742742489 hasConceptScore W2742742489C16151460 @default.
• W2742742489 hasConceptScore W2742742489C162853370 @default.
• W2742742489 hasConceptScore W2742742489C195094911 @default.
• W2742742489 hasConceptScore W2742742489C2779530757 @default.
• W2742742489 hasConceptScore W2742742489C2780378061 @default.
• W2742742489 hasConceptScore W2742742489C33756811 @default.
• W2742742489 hasConceptScore W2742742489C41008148 @default.
• W2742742489 hasConceptScore W2742742489C61063171 @default.
• W2742742489 hasConceptScore W2742742489C68595000 @default.
• W2742742489 hasLocation W27427424891 @default.
• W2742742489 hasOpenAccess W2742742489 @default.
• W2742742489 hasPrimaryLocation W27427424891 @default.
• W2742742489 hasRelatedWork W1553985273 @default.
• W2742742489 hasRelatedWork W176558419 @default.
• W2742742489 hasRelatedWork W1896887671 @default.
• W2742742489 hasRelatedWork W2014659280 @default.
• W2742742489 hasRelatedWork W2061233280 @default.
• W2742742489 hasRelatedWork W2083817051 @default.
• W2742742489 hasRelatedWork W2113117986 @default.
• W2742742489 hasRelatedWork W2186799320 @default.
• W2742742489 hasRelatedWork W2290026413 @default.
• W2742742489 hasRelatedWork W2315463340 @default.
• W2742742489 hasRelatedWork W2473898590 @default.
• W2742742489 hasRelatedWork W2570123346 @default.
• W2742742489 hasRelatedWork W2615867234 @default.
• W2742742489 hasRelatedWork W2743205861 @default.
• W2742742489 hasRelatedWork W2982009641 @default.
• W2742742489 hasRelatedWork W3006023625 @default.
• W2742742489 hasRelatedWork W3118809300 @default.
• W2742742489 hasRelatedWork W831613416 @default.
• W2742742489 hasRelatedWork W170604360 @default.
• W2742742489 hasRelatedWork W2106264606 @default.
• W2742742489 isParatext "false" @default.
• W2742742489 isRetracted "false" @default.
• W2742742489 magId "2742742489" @default.
• W2742742489 workType "article" @default.